COVID -19

All our production, picking and packaging processes adhere to strict hygiene standards.  We regularly wash our hands and use a hand sanitiser between orders.  Delays in shipping times are to be expected as the Royal Mail operates under these very challenging circumstances. Please do allow a few extra days on top of the timescales quoted below.  If your order is urgent please select first class postage and e-mail us at [email protected] and we will do our best to help.

At this time we are posting on Wednesday and Saturday mornings. The cutoff for Wednesday shipping is 6pm on Tuesday evening, and the cutoff for Saturday shipping in 6pm on Friday evening. The processing of orders after this time is entirely at our discretion and cannot be guaranteed.  We do not accept responsibility for any delays within the Royal Mail postal system as this is beyond our control.

Local deliveries are made in a contactless fashion, and we wear a face covering whilst maintaining a distance of at least two meters when attending your property.

ORDERING & SHIPPING

Orders can be placed securely through our online shop and paid for by major debit and credit cards via the secure and trusted PayPal platform. Items are in stock unless otherwise stated and will be shipped within 1 to 3 working days (excluding Sundays).  During the Covid-19 pandemic delays are to be expected, so we respectfully as that you bear with us. 

STOCK & PREORDERS

All items are in stock, ready for shipping, unless otherwise stated on the individual product listing. Occasionally we may list items for pre order where we have flexibility on either in-house batch quantities or external supplies. Clear fulfillment dates will be stated.  

POSTAGE

Our standard p&p charges are now £3.50 for second class or £3.95 for first class, regardless of order size or value. Orders are shipped via Royal Mail parcels and shipping times of 1-2 days for first class and 2-3 days for second class are average, although this may increase during busy times and during the Covid-19 pandemic. If you need something shipped quickly please e-mail us and we will do our very best to assist you. Please note additional charges may apply. If you reside in Gillingham, North Dorset, simply choose the free postage option and your parcel will be hand delivered. You will be sent an e-mail with a two hour delivery slot shortly after placing your order. 

Our monthly 'Scent Boxes' are inclusive of p&p at first class rates.

PACKAGING PROMISE

We do our very best to minimise the use of single use plastic in our processes. We use paper products to gift package our pieces. Any plastic items used are always recyclable or reusable. We also recycle all incoming packaging so if you get plastic packing in your order it's because we're reusing packaging from incoming suppliers. By the start of 2021 we aim to be completely plastic free. 

CANCELLATIONS, REFUNDS & RETURNS

If you wish to cancel an order you should do so at the earliest opportunity. If the order has already been processed you will need to follow the returns procedure on receipt of the package. 

If you wish to return an item you may do so within 14 days of the postmark. Items should be returned in their original condition. In the event that your parcel arrives damaged please e-mail [email protected] for assistance. We may request photographic evidence of damages in order to process a claim with Royal Mail. Return postage costs will not be reimbursed.

COMPLAINTS

In the unlikely event that you are in any way unhappy with our products or customer service, please address your concerns to [email protected] for action. We aim to reach a mutually satisfactory conclusion within 7 days.

CARE & SAFETY

  • Store wax melts in a cool place out of direct sunlight.
  • Keep out of reach of children and pets.
  • Never leave a burning candle or tealight unattended. 
  • Never touch a melt warmer when in use.
  • Never locate your warmer near a draft, or near any flammable materials such as curtains and bedding. 
  • When burning wax melts, if you experience any ill effects, discontinue use immediately.
  • Never stand directly over your melt warmer and inhale the vapours.
  • Never lick or eat the wax melts or crumbles.
  • Always regularly check your melt warmer for cracks and defects, as applying heat to a damaged warmer can be dangerous.

Please ensure you read safety labels on home fragrance products as they list ingredients and allergens as well as safety and environmental advice. 

These terms and conditions are reviewed on a monthly basis.

Last updated:  25.9.20 by TJW